the case of the complaining customer
...cutive Memo to the President, reflects that the Customer is responding in an overstated manner about the expected compensation. When Customers have a complain, they could react in 3 possible ways about the expected compensation (assumption): 1. No compensation required, Customer interested in a better service/product for future. 2. Ask for a fair compensation, similar to the damage caused to the Customer. 3. Ask for compensation bigger than the damage caused to the Customer. Collaborators Customers could be considered collaborators since their complaints helped Presto Cleaner to understand the weaknesses of the new system and processes due to this system implementation. Competitors Presto Cleaner has higher prices compared to the rest of the dry cleaner in the area. Presto Cleaner has a convenient location and schedule and an excellent staff attitude to their clients at anytime. The poor Customer Service provided by Presto Cleaner puts the competitors in an apparent advantage, allowing them to increase their market share (assumption). Context Technological: The implementation of a new system to improve the customer service: waiting time, drop-off/pick-up process. Social: Due to the convenience of dry cleaning service for nowadays professionals, this could be considered a need for customers. Economics: Customers are willing to pay higher prices for better services on the dry cleaning market. The high volume of the demand has consequently reduced the price of this service and increased the competence (assumption). Alternatives Option 1: Hire a person exclusively for customer service, dedicated to handle all complaints. This person will gather all information needed to elaborate a proper process to deal with customer complaints. PROS CONS This employee will be able to follow up the complaint through all the cleaning process The amount of satisfied customers (and with increased loyalty), will be more than worth the salary of this person It will take a lot of time hiring, training and having this person fully operational This post needs many very different skills to carry out the whole process (psychology, sociology, computer science, ) Budget: filling this vacancy will cost around $ 25,000 per year. Option 2: Hire a consulting company to elaborate a project that increases satisfaction among customers, by correctly dealing with their complaints. The project will consist in specifying the steps for handling their claims, creating a database to keep track of them (calculate statistics and identify possible common sources of complaint) and training the staff that works with customers to properly assist them. PROS CONS Professionals with contrasted experience will elaborate already tested customer satisfaction procedures It will be operational in a shorter period of time Expensive Ignorance of the companys internal procedures If it is updated by the same consulting firm, it will increase the cost even more Budget: The consulting project would cost some $50,000. Option 3: Outsourcing all customer service related activities. PROS CONS The company would just need to wo...